Senior Executive - Value Servicing, Nodal Desk

Role Purpose

Responsible for resolving customer complaints / escalations through Internal Escalation Desk.

Role Accountability

• Resolve complaints / escalations received through different channels - Nodal, Principal Nodal Customer service head ID through calls and emails
• Achieve daily productivity metrics Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion
• Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution
• Use judgement to raise exception servicing request on a case-by-case basis for better customer experience
• Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner
• Drive customer retention by providing best in class customer experience
• Proactively highlight issues and process improvement to reduce escalations
• Ensure process documentation and compliance adherence

Skills Required

Ms Office Suite, Process Documentation, Head Customer Service